Software Developer 3

Oracle is seeking energetic and highly skilled Omnichannel Contact Center Software Engineers to join our Cloud Based Contact Center (CCaaS) project. In this critical role, you'll partner closely with Technical Architects, Business Architects, Business Analysts, and Development and Testing Leads to build cutting-edge customer engagement solutions across voice and digital channels.

This position is ideal for individuals passionate about solving complex problems and contributing to a mission-critical, Tier-0 service that orchestrates communication between customers and agents. You'll be instrumental in developing capabilities for support services, sales inquiries, and marketing campaigns for over 15,000 agents across 80 Oracle Business Units.

Key Responsibilities

IVR & Voice Application Development: Design, develop, and optimize complex IVR workflows, including call handling, advanced routing logic like skill proficiency, Agent routing, Callbacks, IVR-to-IVR transfers, Queue Transfers, Survey etc.

Omnichannel Digital Experience Development: Implement and support digital engagement solutions such as Workflow Routing, Chat Routing, and facilitating features like screen sharing.

Outbound Dialer & Agent Workspace: Develop and maintain functionalities related to outbound dialing campaigns and enhance the Agent Workspace experience.

Web Service & Backend Integration: Design and develop integration API modules, including lookups with backend CRM using web services, database lookups, and ensure connectivity for call recording and reporting data.

Process & Standards Management: Collaborate with other developers to maintain consistency and continuously improve development processes and standards within the SDLC lifecycle, including working with Git repositories.

Troubleshooting & Support: Actively troubleshoot complex issues by analyzing logs to determine root causes, providing support for developed features.

 

Preferred Qualifications & Experience

We're looking for individuals with extensive software development experience, demonstrating strong proficiency in JAVA, J2EE, MVC, SOA, and Web Services (SOAP, REST). Ideal candidates will have proven expertise in designing and developing complex IVR applications and call flows (e.g., Zoom Voice Platform, other major IVR platforms), alongside direct experience building and integrating digital channels such as chat, email, and work item routing (screen sharing a plus). Knowledge of outbound dialing technologies (like Preview, Predictive and Progressive) and campaign management is essential, as is a strong security acumen covering web application security, various authentication methodologies, and SSO technologies. Also the knowledge of DevOps CI/CD Pipelines is required. 

Development Tools & Methodologies: Candidates should possess hands-on experience with Java IDEs like JDeveloper, Eclipse, NetBeans, or IntelliJ IDEA, alongside proficiency in IVR and Omnichannel development IDEs or platform-supported tools such as Zoom FLOWS or Genesys Composer. They must have demonstrable experience with test-driven development, automated test frameworks, mocking/stubbing, and JUnit, coupled with a strong understanding of implementing Java best practices for scalability and performance in high-volume environments. Experience with Agile development methodologies is also essential.

Platform & Cloud Proficiency: A strong knowledge of either the Zoom or Genesys Contact Center Platform (including its Framework, Voice, Digital, and Outbound components) is a significant advantage. Familiarity with Cloud platforms (e.g., OCI, AWS, Azure) and cloud-native development concepts is highly preferred.

As part of a software project implementation team, you will provide technical expertise in identifying, evaluating, and developing systems and procedures that are cost-effective and meet user needs within the contact center domain. This includes configuring system settings and options; planning and executing unit, integration, and acceptance testing; and creating specifications for systems to meet business requirements. You will design the intricate details of automated systems and may provide consultation to users in the area of automated systems. This role may also involve leading cross-functional linked teams to address complex business or systems issues.

You will provide leadership and expertise in evaluating and developing complex business problems, frequently operating at the leading edge of technology. Recommending and justifying major changes to existing automated systems will be a key aspect of your contribution.

Qualifications: BS or MS degree or equivalent experience re